The dark side of AI-powered service interactions: exploring the process of co-destruction from the customer perspective - Castillo, Daniela; Canhoto, Ana Isabel; Said, Emanuel (The Service industries journal, 2021)
Keywords: Artificial intelligence; automated service interactions; Chatbots; customer resource loss; Customer services; service robots; value co-creation; Value co-destruction; 人工智能; 价值共创; 价值共毁; 客户资源流失; 服务机器人; 聊天机器人; 自动化服务交互